Guide Overview
This guide is designed to give iiQ agents and administrators a detailed overview of the following dashboard related topics:
Guide Index
You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.
Dashboard Overview
Your Incident IQ Dashboard has a number of default components that are designed as a toolkit to help you monitor and complete your daily tasks. Every element on the dashboard can be moved, removed, and resized to fit your individual needs. Additionally, you can create custom ticket reports that can be added to your desktop to easily access specific ticket data. The following section is designed to give you a clear understanding of each dashboard component and its intended purpose.
Ticket Stats
At the top of your dashboard, you will find four data boxes. These are designed to provide a quick overview of the following ticket stats:
- Assigned to me – This box shows all open tickets currently assigned to you, as well as a breakdown of how many are in each priority category.
- Assigned to others – This box shows the total of all open tickets currently assigned out to other users in the district, as well as a breakdown of how many are in each priority category.
- Unassigned – This box shows all open tickets that are currently unassigned, as well as a breakdown of how many are in each priority category.
- Resolved by me – This box provides you a quick overview of how many tickets you’ve personally resolved that day, as well as the total number of tickets you’ve resolved in the past week
To-Do List
Incident IQ includes an easy to use To-Do list component on your dashboard. Using this feature allows you to create tasks quickly and resolve them just as easily.
You can also assign tasks on your To-Do List to other users. These tasks will then appear not only on your dashboard but on the assigned user’s dashboard as well.
Additionally, you can also complete any task assigned to another user on your To-Do list. To do so, simply assign it to yourself and mark it complete.
Web Notifications
When Web notifications are enabled, you’ll see these notifications appear directly on your Dashboard in the Notifications Widget. The notifications icon in the top right of your dashboard will also display a count of any new notification that you have not yet viewed. Clicking the notification icon will give you a drop-down list showing basic information the updated tasks. From here, you can go to the Notification Center page by clicking See All Notifications.
From the Notifications Center, you can view all of your currently updated tasks in the Current tab. You can quickly clear your notifications by either clicking on Mark All Read. Alternatively, you can instead choose to Archive All of your notifications for later reference. You can access all of your archived notifications by clicking on the Archived tab.
Highest Priority Tickets
The Highest Priority Tickets component shows all tickets that you can work, sorted from the highest priority to the lowest. This includes tickets directly assigned to you, as well as unassigned tickets that you may be tied to and can potentially resolve.
Even though the default sorting method is by highest priority, you can also sort this section differently by using the other sort options available to you when clicking on the top-right element of each column
District Tickets
The District Tickets dashboard component is designed to give you a simple method for accessing ticket data for any location you have permission to view. Each location’s total open ticket count is displayed on the right. Simply clicking on any link will take you directly to a filtered view of that location’s tickets. This includes all tickets that are currently unassigned, assigned to you, or assigned to other users.
Open Tickets by Agent
The Open Tickets by Agent component is designed to give you a simple method for accessing ticket data for open tickets assigned to current agents. The total of open tickets count is displayed on the right. By clicking on any link will take you directly to a filtered view of that agents open tickets.
Open Tickets By Team
The Open Tickets by Team component is designed to give you a simple method for accessing ticket data for open tickets assigned to a current team. The total of open tickets count is displayed on the right. By clicking on any link will take you directly to a filtered view of that teams open tickets.
Custom Views
You can add saved custom views as a component directly to your dashboard. This allows you to customize your dashboard beyond the default options, giving you quick access to data you specifically need oversight on.
Tip: Not familiar with using custom views? If you use filters to search for the same ticket or asset data often we’d highly recommend saving them as a custom view for quick reference. Feel free to check out our Creating Custom Views article for more details!
Configuring Your Dashboard
You can customize the look and content of your dashboard to best suit your personal workflow — bringing essential information to the forefront of your Incident IQ experience. To access your dashboard settings, simply click on your username located on the top-right of the screen and select Options from the drop-down menu.
Managing Components
The components on your dashboard are not static objects and can be moved or removed from your dashboard under the Dashboard tab of your settings
Additionally, you can adjust select components to certain predefined widths according to what you feel best meets your needs or preferences:
33%: Occupies ⅓ of the dashboard width
50%: Occupies ½ of the dashboard width
66%: Occupies ⅔ of the dashboard width
100%: Occupies the full width of the dashboard
Please note: There are available components, Audit Policy Alerts, that you can add to your dashboard layout
Adjusting Ticket Display Settings
The Settings tab allows you to toggle common settings on/off according to your preference, and includes the following options pictured below:
You can choose the default number of items that will appear per page on your asset and ticket views using the Default Page Size options.
The next four options on this page allow you to select how ticket data displays for in you in IIQ.
- Include Unassigned Tickets: When this option is on, you will automatically see unassigned and tickets that are assigned to you in the Highest Priority Tickets widget. If this option is turned off, you will instead initially only see open tickets directly assigned to you.
- Show Ticket Description: When this option is on, you will see the issue description appear on a ticket in any view if this field has any information entered into it.
- Show Ticket Tooltips: When this option is on, a small pop-up window will appear when hovering over the ticket to provide more detailed information about a ticket than what is displayed in the ticket view.
The final options are the usability of how data displays in IIQ.
- Blur Modal Background: This option allows you to toggle the background blur that appears when opening a window within Incident IQ on or off.
- User Flyouts: This option allows (where available) you to use a flyout to view a ticket instead of navigating to a new page.
- User Rollout Scout: This option allows you to use the Rollout Scout app for checking in/out asset scanning.
Configuring Notifications
The Notifications tab allows you to control what notifications appear within Incident IQ and/or email alerts.
Important Note: Incident IQ has a delayed period of roughly five minutes for sending out emails when they meet an alert notification trigger. Additionally, in order of importance agent settings will take priority over team and follower settings, and team settings will take priority over follower settings.
When it comes to configuring notifications, you decide how you receive alerts from the following two sources:
- Web Notifications: Checking or unchecking these boxes control the notifications that appear for you within Incident IQ itself via the notification center.
- Email Notifications: Checking or unchecking these boxes control the notifications you will get through email.
Notifications > As Owner is tickets that you’ve submitted or submitted on your behalf, you can configure the following notifications:
- Ticket Activity: Notify you when a ticket that you have submitted or had submitted for you has a new comment, part or resolution action added to it.
- Ticket Closed: Notify you when a ticket that you have submitted or had submitted for you is closed.
- Ticket Created: Notify you whenever you personally create a ticket.
- Ticket Created For Me: Notify you when someone has created a ticket on behalf of you.
- Ticket Updated: Notify you when a ticket that you have submitted or had submitted for you has a status, assignment, or asset changed on it.
Notifications > As Agent are tickets that you are the assigned agent, you can configure the following notifications:
- Ticket Activity: Notify you when a ticket that you are an agent on has a new comment, part or resolution action added to it that you did not personally add.
- Ticket Assigned: Notify you when a ticket is directly assigned to you.
- Ticket Closed: Notify you when a ticket that is assigned to you has been closed.
- Ticket Updated: Notify you when a ticket that you are an agent on has a status, assignment, or asset changed on it that you did not personally change.
- View Shared: Notify you when a view is shared with you by another agent or admin.
Notifications > As Team Member is when getting assigned a ticket as part of a team, you have the following notification options:
- Ticket Activity: Notify you when a ticket that is assigned to a team that you are a part of has a new comment, part or resolution action added to it that you did not personally add.
- Ticket Assigned: Notify you when a ticket is assigned to a team that you are a part of.
- Ticket Closed: Notify you when a ticket that is assigned to a team that you are a part of has been closed.
- Ticket Updated: Notify you when a ticket that is assigned to a team that you are a part of has a status, assignment, or asset changed on it that you personally did not change.
- View Shared: Notify you when a view is shared with your team.
Notifications > As Follower are tickets that you follow, you can configure the following notification types:
- Ticket Activity: Notify you when a ticket that you are a follower on has a new comment, part or resolution action added to it that you did not personally add.
- Ticket Closed: Notify you when a ticket that you are a follower on has been closed.
- Ticket Created: Notify you when a ticket is created and you are a follower.
- Ticket Updated: Notify you when a ticket that you are a follower on has had a status, assignment, or asset changed on it that you personally did not change.
Assigning/Removing Favorite Locations
You can assign a ticket to an agent by clicking on More > Assign to Agent. Once selected, a pop-up window will appear allowing to search for and select the new ticket agent. Additionally, you can unassign a ticket simply by selecting More > Unassign from Agent option.
On the dashboard, you will now only see your selected location in your favorites window.
Resetting Your Dashboard Layout
If you wish to restore your dashboard to the default settings, simply click Restore to Default Layout in your dashboard layout tab.
